"very happy with product and service"

"I had an exact same problem as stated by other negative reviews. First order was canceled, because billing/shipping addresses did not match. Never got an explanation, only a "Order Canceled" email. So, I called up and they re-did the order through Amazon billing. I was on the line with Dexclusive until the order went through (or so she told me) and received another confirmation via email. Two weeks later, after not receiving anything, I called them and was told that the second order was alo canceled for the same reason as the first. I was also offered to re-order using PayPal, which I agreed to.
2 hours later, I received a phone call from another rep stating that the price went up and they can offer me the same watch with a 20% markup. At this point I thanked her for waisting my time and hung up.
Since this is not the first time this EXACT thing has happened, it tells me that something is wrong with the seller. Bait and switch comes to mind...

REBUTTAL (or a more detailed look at what happened):
Dear Jim,

Whatever you term as "suspicious" is very easily explainable. I run a home-based business. I also own multiple properties in my name. They're not in the same area, as you suggested. Same state? Yes, but more than 40-60 miles away from each other. Still think it's fraud?

How about NEVER having a single issue purchasing (and selling) items on eBay, Amazon, craigslist, etc., using one billing address and a different shipping address (with my name on both)? Only with your company have I had a problem. So much for your "fraud filter".

Now the order history:
The first order was through your website and was cancelled. I called after the first cancellation and went through the second ordering process over the phone, this time with your representative (Millie?). I told her that if there was a problem between billing and shipping addresses being different, that she can use the billing address for both. She assured me that the order was OK. I never received ANY communication from you after the second order was acknowledged (and I checked my Spam folder also, just in case).
After a few weeks I started wondering what happened to my watch and decided to email and then call. The rep I spoke to (Rosie?) explained that the same thing happened with my second order (shipping/billing) as the first, even though I specifically asked about it while ordering. She was appologetic, offered me to use PayPal and I agreed. She said I'll be receiving a PayPal invoice. She then sent me a screen-print of my second order cancellation. That was all I received from her. So much for the PayPal offer.
I then got a call from Millie. She told me she would not be able to sell me the watch at the same price as before, but was willing to give me a discount. With the discount she offered the watch would cost almost 20% more than the original purchase price. I declined.
As you mentioned, there are complaints here and on other review websites, that point to the same problem. Why would multiple people insist on not getting notified of your cancellations? Do you truly believe that people out to defraud your company would take time to post reviews?
BTW, To be fair, shortly after posting my negative review, I received another offer from Millie that reflected the original purchase price. If this offer was made instead of the one almost 20% higher, you would have had a satisfied customer.
I took my money elsewhere.

Regards,
SignetV

REBUTTAL #2 (the final):
Dear Jim,
The shipping address I used when ordering from your store was the same one I've used numerous times through Amazon, so it made no sense that Amazon rejected it. Still, I never received a cancellation notice for my re-order from you or Amazon. You said, it's Amazon's issue, not yours? OK, but it was your employee that put the order through (while on the phone with me). She told me everything was great and the order went through. Was it unreasonable of me to expect a courtesy notification if anything was cancelled?
The reason I couldn't use the PayPal button, as you suggested, was because the price on your website at that point was different then in my original order. I was told by your salesperson that she will send me an invoice with a correct price. I never received it.
As I previously indicated, eventually Millie offered me the watch at the original price. My problem was that she:
1) first tried to sell it to me at almost 20% higher
2) lowered the price shortly after my negative review

"Bait-and-switch" - I may have used the term incorrectly. I apologize. Here's how it looked to me:
You advertise a watch at a low price
You sell out of first batch (or maybe you only had one at that price) and cancel other orders
You offer the same watch at a higher price
Again, you indicate that may not have been the case, but that was certainly the way it looked to me.

I really do hope my review, although negative, helps you and your future customers. I do believe your customer service is lacking.

Best of luck!

Regards,
SignetV
P.S. Don't see anything wrong with your use of "Dear Customer", so not sure what you mean by your opening sentence. You are welcome to email me with any comments or questions.

REBUTTAL #3 (the final final)
Hoped the other reply would be final, but here we go again:

Dear sir,
Let's get back to relevant facts:
1. I put in an order at $150. Received a confirmation email.
2. Order was cancelled. Got a cancellation email.
3. Put in a second order via phone and was told it went through. Got a confirmation email.
4. Order was canceled. I was never notified of second order cancellation.
5. Was offered (by phone) to pay via PayPal. Never received an invoice, as agreed.
6. Was offered (by email) to buy the watch for $176.
7. Posted the above review.
8. Received another offer (by email) to buy the watch at $150, which I declined.

Can you dispute any of the above? What fact is incorrect?

My points, again, are these:
Something is wrong with your process since more than one person complained about the same thing (no notifications on cancel).
I should not have been offered the watch for $176 instead of $150.

I guess we'll have to remain in disagreement as to what constitutes good customer service and business practices. I am entitled to my opinion just as you to yours. Let others decide for themselves.

Good-bye.

Regards,
SignetV

P.S. Your allusions at having access to my personal information and willingness to share it has been duly noted and recorded."

"I ordered a product from the newspaper coupon section and it was delivered through Dexclusive.com. The product came promptly and I'm very happy with the product, as well as the delivery of it. The shipment also contained everything I needed if I decided to return the product. No complaints from me."

"It was smooth and easy. It was convenient to work through Amazon. I'm quite satisfied."

"Received my watch straps earlier than expected. This was good news for me.
Customer service via telephone chat and net were very reassuring. Customer service rep was very professional and helpful. I was actually very pleased.
Thank you so much for making my internet shopping experience a good one.
Linda Shepherd"

"First called in to make sure watch was in stock, they were able confirm, went online to order where an email confirmed the order then when payment was confirmed then when shipped. Watch was new as promised and enjoying it greatly"

"Very easy transaction. We ordered a watch, they sent us a confirmation & kept us informed every step of the way. The watch came when they said it would & was exactly what we wanted."

"To be honest, not that great. I ordered an item and then two days later I receive an email stating that my order was canceled because it was not in stock. I'm sure there is a reason for this and understand that mistakes happen, but it's still a little upsetting regardless.

Outside of this mishap, I did like that I was able to check out using my Amazon.com account as it made the checkout process simple.

I will still give your company another shot in the event I have a need for watch in the future. "

"The watch arrived Monday having been ordered during the weekend one week before. It works fine, but it came with 4 copies of the quick start sheet and no users manual. For that reason I'm deducting one star. Fortunately the users manual is available online at the Suunto website so I was able to get it set up and have started using it."

"I have yet to receive the item that I have purchased. I should have received it by now. I am not a happy customer."

"The watch was exactly as pictured...will shop withyou from now on!"

"Beautiful watch! So happy with purchase!"

"i ordered a watch online. it came the following week....fast! and i loved the watch. i will order stuff from them again."

"easy to use website, product arrived earlier than promised. excellent quality. ver5y happy."

"Had to call to find out why the watch had not been received. Was told that my billing address did not match the credit card company's address. Was told that an email was sent letting me know the order was cancelled. Did not receive an email cancelling the order. The only emails received was the confirmation and this survey. Clearly a lack of communication. The billing was the correct billing address."